Clear Car Leasing Complaints Handling Procedure

Complaints Handling Procedure

We’re committed to always providing an exceptionally high level of service to all our customers. However, where customers feel that they have a cause to raise a complaint it is important to us that these are dealt with fairly, objectively and within an acceptable time frame.

This following procedure document will explain how to raise a complaint with us, how complaints are dealt with, our commitment to you and what options you have available should you feel the complaint has not been resolved to our satisfaction. 

Should you have a complaint about any aspect of our service, please contact us as soon as possible.

Where to begin?

To help us investigate and resolve your issue as quickly as possible, customers can contact us by telephone, letter or email. It will then be logged onto our system and be dealt with the most appropriate person or department available.

To register a complaint contact us by:

Autohorn Fleet Services Ltd t/a Clear Car Leasing

The Engine Works 

Leeman Road 

York 

YO26 4XD

Telephone: 01904 557 536 

Email: customer.service@autohorn.co.uk

Should the customer request us to contact a third party on their behalf, including family members, friends, colleagues or a debt counselling organisation, we’ll be happy to do so on receipt of a suitable third party authorisation form. 

What information do we need to address your complaint?

To help resolve your complaint quickly and efficiently, we ask if the following information can be provided: 

• Full Full name and preferred contact details •
• Your agreement account number and postcode or your vehicle registration number 
• Full details of the complaint 
• Copies of any relevant paperwork 
• Photographic evidence relating to the complaint 
• What is expected from us to put things right 
• Additional information relevant to the complaint

Our commitment to you

• If there’s something wrong, we want to help
• If you can tell us about it, we’ll do our best to resolve your issue
  
• If we cannot resolve your issue we will refer to you someone who might be able to help
  
• We will look at each complaint individually and will treat all customers fairly
  

Complaints Policy

Our customer service team aims to resolve your complaint straight away and you will receive an acknowledgment within 3 working days on receipt of your complaint.

The FCA (Financial Conduct Authority) complaint handling rules allows us up to 8 weeks (from receipt date of your complaint) to resolve your concerns. However, we will always try to provide you with a final response sooner.

Alternative Dispute Resolution (ADR) and Conciliation Schemes

If you are not satisfied with our final response, there are other companies you may wish to seek advice from detailed below:

British Vehicle Rental and Leasing Association (BVRLA)

The BVRLA is the governing trade body for all companies who engage with rental of cars and commercial vehicles as well as leasing. Autohorn Fleet Services Ltd (Membership No: 1919) is a member of this organisation which entitles its customers to use their free conciliation services.

The BVRLA will act as the independent adjudicator and will assist with your complaint. The BVRLA is best placed to provide arbitration about fair wear and tear guidelines, damage to your vehicle and end of contract charges.

Please note, the BVRLA will only be able to consider your complaint after the customer has first fully exhausted the member's own internal complaints procedure and received their final decision or if it has been more than 8 weeks since you made your complaint.

The complaint must be submitted in writing and a complaint form completed giving the BVRLA authority to act on the complainant’s behalf. If you would like to invoke the BVRLA’s conciliation service please complete and return the complaint form, giving them authority to act on your behalf.

Please send to: 


Email: complaint@bvrla.co.uk 

Fax: 01494 434499 


Conciliation Service

BVRLA 

River Lodge 

Badminton Court 

Amersham 

Buckinghamshire 

Financial Ombudsman Service (FOS)

The FOS is a free to use service available for all consumers that is unhappy with something financial a business has done. They will look at what’s happened with an unbiased view and will be able to assist with putting things right or to provide you with additional advice.

Please note, the FOS will only be able to consider your complaint after the customer has first fully exhausted the member's own internal complaints procedure and received their final decision or if it has been more than 8 weeks since you made your complaint.

To contact the FOS directly, please use the following details:

The Financial Ombudsman Service 

Exchange Tower 

London 

E14 9SR 

Telephone: 0800 023 4567 

Email: complaint.info@financial-ombudsman.org.uk 

Web: www.financial-ombudsman.org.uk